I purchased home warranty through Colonial Home and had to file a claim for my built in dishwasher. The claim was processed and contractor came out and looked at the dishwasher and I paid the deductible cost to the contractor. Colonial called me and stated that dishwasher is not reparable and they can offer me cash buyout for like $160. I advised them that I am unable to replace my dishwasher for the amount of money since they cost way much more and requested for them to replace it. They replied and said that they won’t guarantee color, brand, or model. They can only guarantee capacity for it. I asked them to place in request for the color that I need (beige or off white) since I am not requesting top line dishwasher and all I need is to match my current appliances in the kitchen. The representative stated that they will place in that request, but can’t guarantee it. The representative stated that they send whatever they have in stock at that time and currently they have lots red color in stock. I find this very unsatisfactory from the warranty company to state to the consumer that they will send whatever color they have in the stock available. I asked representative to place in request that I am wanting to know the color before it gets sent out. This claim was placed around 1/13 and I been following up with their customer service almost 2 times per week to find out the status. I have spoke to more than one representative and all of them informed that my claim is still pending and they will send me the email or contact me when dishwasher is available and will let me know the color and model# before it gets shipped to me. Today I spoke to another representative and he informed me that they were all wrong and they will not tell me what color or model # will be shipped. They will just ship me the dishwasher and it is non returnable or exchangeable. I asked him to transfer me to someone higher to speak to and he placed me on hold and transferred me to someone’s voice mail named by Brian. I did leave the VM at 8:40am PT and have not heard back from them.
As a consumer I am very disappointed with this home warranty company and how they handle the claims. I had a home warranty previously from different company and had a very positive experience with them. I am not asking the company to replace top line dishwasher. All I am asking is just to provide me with the same color dishwasher that I had before or at least provide me with model# and color on what’s available before it gets shipped to me so I can make decision to accept it or take the buyout option.
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